I was always taught that customer service = the "cheerful giving of attention". I doubt that these next 5 phrases will make any customer very cheerful.
“We’re Real Busy Today”
Just greet me, the customer, in your usual pleasant manner and forget that phrase.
“To Be Honest With You”
If the employee states that NOW he will be honest, what impression is left in the customers’ mind about everything that has come before this statement?
“Would You Like To See Our Dessert Menu?”
As a waiter, if you want to make more money for the business, and yourself, don’t let the opportunity pass you by and present the item directly to the guest first. Then allow them to decide based on their wants, needs and desires.
“I’m Not From Around Here”
Since you live around 45 minutes away from work and take the same route each time, you have no idea of the local stores, let alone a card store. So it seems fitting that you would say “I’m not from around here, sorry”. But isn’t there another way to help this customer? Why not ask a fellow store employee? It would be better to say “I’m sorry but I am not aware of the nearest greeting card store but please allow me to find someone else here that may be able to help you”. Sounds much better doesn’t it?
If no one at your store knows the location of a card store, why not answer the next person in line, or the next after that? Most people will be more than willing to help it they are asked the right way. And you will make your customer very happy.
“It’s Against Company Policy”
It is perfectly acceptable to inform a customer that; “Sorry but I will not be able to offer you ______________, but I CAN do this”. Just as when we never want to tell a customer NO but there is another way to offset the needs of the guest
In the above example, a better response would be “I’m sorry that we cannot accept this damaged item for return but I can offer you a discount coupon good toward your next purchase here” “I trust that will be a good way to show that we value your business and hope you continue to be a customer”.
About the Author
A 25+ year industry veteran, and known as “the ops guy” during his tenure at Hilton Hotels, Steve DiGioia has redefined the operational and service standards for multiple food and beverage departments for some of the best names in the industry.
His book “Earn More Tips On Your Very Next Shift…Even If You’re a Bad Waiter” is an easy to follow training method that can be used across all industries, resulting in better customer retention and repeat business for your company. Steve also writes a blog focusing on Customer Service Stories and training tactics.
Remember: Only by making your guests feel special, feel as if THEIR enjoyment is YOUR primary concern, will you create the "WOW" experience we all hope for. All else is not important.
Logos, product and company names mentioned are the property of their respective owners.